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Aljadri, Sinan. "Chatbot : A qualitative study of users' experience of Chatbots." Thesis, Linnéuniversitetet, Institutionen för datavetenskap och medieteknik (DM), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105434.
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The aim of the present study has been to examine users' experience of Chatbot from a business perspective and a consumer perspective. The study has also focused on highlighting what limitations a Chatbot can have and possible improvements for future development. The study is based on a qualitative research method with semi-structured interviews that have been analyzed on the basis of a thematic analysis. The results of the interview material have been analyzed based on previous research and various theoretical perspectives such as Artificial Intelligence (AI), Natural Language Processing (NLP). The results of the study have shown that the experience of Chatbot can differ between businesses that offer Chatbot, which are more positive and consumers who use it as customer service. Limitations and suggestions for improvements around Chatbotar are also a consistent result of the study.Den föreliggande studie har haft som syfte att undersöka användarnas upplevelse av Chatbot utifrån verksamhetsperspektiv och konsumentperspektiv. Studien har också fokuserat på att lyfta fram vilka begränsningar en Chatbot kan ha och eventuella förbättringar för framtida utvecklingen. Studien är baserad på en kvalitativ forskningsmetod med semistrukturerade intervjuer som har analyserats utifrån en tematisk analys. Resultatet av intervjumaterialet har analyserat utifrån tidigare forskning och olika teoretiska perspektiv som Artificial Intelligence (AI), Natural Language Processing (NLP). Resultatet av studien har visat att upplevelsen av Chatbot kan skilja sig mellan verksamheter som erbjuder Chatbot, som är mer positiva och konsumenter som använder det som kundtjänst. Begränsningar och förslag på förbättringar kring Chatbotar är också ett genomgående resultat i studien.
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Bartenberger, Martin, Sven Galla, and Alexander Kosak. "Legal chatbots." Universität Leipzig, 2018. https://ul.qucosa.de/id/qucosa%3A21215.
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This article introduces the idea of legal chatbots and how legal chatbots might affect the legal market in the near future. We define chatbots as computer programs that automatically chat with users and assess their potential for legal consultation. We identify four potential strengths of legal chatbots: providing access to justice, serving as contact points for customers, reducing the knowledge gap between lawyer and client and automatically generating documents and taking further actions. In the concluding section we briefly discuss ethical aspects of legal chatbots and possible future developments.
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Joigneau, Axel. "Utterances classifier for chatbots’ intents." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-233362.
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Chatbots are the next big improvement in the era of conversational services. A chatbot is a virtual person who can carry out a conversation with a human about a certain subject, using interactive textual skills. Currently, there are many cloud-based chatbots services that are being developed and improved such as IBM Watson, well known for winning the quiz show “Jeopardy!” in 2011. Chatbots are based on a large amount of structured data. They contains many examples of questions that are associated to a specific intent which represents what the user wants to say. Those associations are currently being done by hand, and this project focuses on improving this data structuring using both supervised and unsupervised algorithms. A supervised reclassification using an improved Barycenter method reached 85% in precision and 75% in recall for a data set containing 2005 questions. Questions that did not match any intent were then clustered in an unsupervised way using a K-means algorithm that reached a purity of 0.5 for the optimal K chosen.Chatbots är nästa stora förbättring i konversationstiden. En chatbot är en virtuell person som kan genomföra en konversation med en människa om ett visst ämne, med hjälp av interaktiva textkunskaper. För närvarande finns det många molnbaserade chatbots-tjänster som utvecklas och förbättras som IBM Watson, känt för att vinna quizshowen "Jeopardy!" 2011. Chatbots baseras på en stor mängd strukturerade data. De innehåller många exempel på frågor som är kopplade till en specifik avsikt som representerar vad användaren vill säga. Dessa föreningar görs för närvarande för hand, och detta projekt fokuserar på att förbättra denna datastrukturering med hjälp av både övervakade och oövervakade algoritmer. En övervakad omklassificering med hjälp av en förbättrad Barycenter-metod uppnådde 85 % i precision och 75 % i recall för en dataset innehållande 2005 frågorna. Frågorna som inte matchade någon avsikt blev sedan grupperade på ett oövervakad sätt med en K-medelalgoritm som nådde en renhet på 0,5 för den optimala K som valts.
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Kottorp, Max, and Filip Jäderberg. "Chatbot As a Potential Tool for Businesses : A study on chatbots made in collaboration with Bisnode." Thesis, KTH, Industriell ekonomi och organisation (Inst.), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-210768.
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The investigation aims to provide an answer to if a chatbot is a potential complement to an internal service desk of a company. The work has centered around developing a chatbot able to handle simple Q&A-interaction of the internal service desk of Bisnode, the company in question. The chatbot acted as an proof of concept, which then was tested by 15 individuals. The testing was done with pre- defined user scenarios, where the test person ultimately had to fill in a questionnaire with statements related to the overall experience. By summarizing the user evaluations from the questionnaires, combined with an SWOT analysis, the work concluded that a chatbot is indeed a potential complement to an internal service desk of a company, if it handles Q&A-interaction.
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Lotze, Netaya [Verfasser]. "Chatbots : Eine linguistische Analyse / Netaya Lotze." Frankfurt a.M. : Peter Lang GmbH, Internationaler Verlag der Wissenschaften, 2016. http://d-nb.info/1122003781/34.
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Cruz, Erik, and Anton Svanborg. "RCS Chatbots vs. Single- purpose Apps." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-302024.
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The Rich Communication Service (RCS) aims to be the default messaging protocol in mobile devices. The native integration of RCS opens up the possibility of RCS chatbots replacing single-purpose apps. This report analyzes this possibility through in-depth experimentation of the chatbot functionality, followed by user testing of the chatbot features. The report found that the RCS chatbot could replace mobile applications since many solve a specific task and follow a closed-loop system. The report also identified RCS as a solution to the accumulated unused apps users have on their mobile devices. This report also attempts to fill the research gap on the current situation of RCS and the reasons behind the different rollout rates of RCS globally. The examination of interviews with RCS stakeholders was the basis of a stakeholder analysis. This analysis found that the Mobile Network Operators have different standings regarding RCS. Some see potential, and some see issues with RCS hindering the global rollout. Furthermore, the reluctance from Apple and the high involvement of Google are reviewed and contrasted with the answers from the interviews.Rich Communication Service (RCS) siktar på att bli det nya standardprotokollet för att skicka meddelanden mellan mobiler. RCS potentiella integration i mobilens egna meddelande applikation öppnar upp för möjligheten att RCS- chatbotar även kan ersätta enklare appar med begränsade användningsområden. Denna rapport undersöker den här möjligheten genom experimenterande med chatbotens funktionalitet följt av användartester på chatbotens olika funktioner. Rapporten fann att chatboten i RCS har goda möjligheter att ersätta enklare mobila applikationer då många löser specifika uppgifter som följer ett system med en sluten slinga. Rapporten identifierade även RCS som en lösning till den mängd oanvända appar som användare har i sina mobiler. Denna rapport försöker även fylla det forskningsgap som finns angående RCS nuvarande situation och anledningarna till de olika adoptionshastigheterna i världen. Granskning av de intervjuer som hölls med olika intressenter på marknaden blev grunden för den intressentanalys som presenteras. Denna analys visade att teleoperatörer har olika ställningar gentemot RCS. Vissa ser potential medan andra främst ser problem vilket hindrar spridningen av RCS. Dessutom analyserades Apples ovilja att anamma RCS samt Googles
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Pittaro, Giulio <1996>. "Artificial Intelligence Marketing: il caso dei Chatbots." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/20340.
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L’oggetto della mia tesi scaturisce da un forte interesse riguardo l’AI (Artificial intelligence) implementata nell’ambito del Marketing. Ciò che mi ha spinto a voler approfondire questo tema parte dal libro di Alessio Semoli “AI Marketing, Capire l’intelligenza artificiale per coglierne le opportunità” attraverso il quale ho potuto comprendere quanto il modo di fare business non sia più lo stesso a cause delle innovative tecnologie che rinnovano gli ambienti e la mentalità.
Le nuove dinamiche economiche e sociali stanno rivoluzionando gli stili di vita e i comportamenti di acquisto, per questo motivo è di vitale importanza che le aziende monitorino costantemente le nuove tendenze di consumo e adattino la propria offerta ad una domanda sempre più variabile.
Ed è proprio nella fase di “ascolto del mercato” che si inserisce l’Artificial Intelligence diventando per i marketer un elemento determinante per analizzare gli insights di domanda.
In modo particolare la mia analisi prevede di approfondire l’implementazione di tale tecnologia nel marketing, analizzando come l’intelligenza Artificiale ha trasformato il lavoro dei marketer nonché comprendere quali sono le principali sfide e criticità.
Dopo aver discusso, nel primo capitolo, il ruolo dei Big Data nel plasmare il modo di fare business, e della loro importanza nel guidare l’impresa verso una cultura “data-driven”, nel secondo capitolo si entra nello specifico, approfondendo l’intelligenza Artificiale in tutte le sue sfaccettature descrivendone vantaggi e zone d’ombra.
Nel terzo capitolo si esamina l’avvento del Marketing Tecnologizzato che in larga misura risulta essere terreno fertile per l’implementazione dell’AI e della Marketing Automation, con una crescente necessita da parte delle imprese di congiungere queste due tecnologie per far fronte ad un ambiente sempre più dinamico e competitivo.
Viene successivamente analizzato il tema dei chatbots o assistenti virtuali, la tecnologia più avanzata dell’Intelligenza Artificiale, che negli ultimi anni, ha fatto riscontrare un tasso di adozione elevato da parte delle imprese, divenendo parte fondamentale delle strategie di marketing digitale. Anche a causa della pandemia l’implementazione degli assistenti virtuali si è fatta più robusta, favorendo la necessità di comprendere la percezione dei consumatori di fronte gli assistenti virtuali che di fatto irrompono sempre più nella comunicazione brand-cliente. Pertanto, l’elaborato si conclude con una ricerca qualitativa volta a esaminare il comportamento degli utenti quando si trovano a comunicare con tali sistemi, analizzando le problematiche e/o gli stimoli nell' interagire con i chatbots.
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Silva, João Quirino Machado e. "Desenvolvimento de Chatbots para responder a perguntas frequentes." Master's thesis, Universidade de Évora, 2021. http://hdl.handle.net/10174/29039.
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Hoje em dia, seja qual for o sítio que visitamos na Internet, dificilmente não nos deparamos com um
Chatbot: desde as pequenas caixas de diálogo que nos assistem em compras online, até aos agentes virtuais
que executam os pedidos que fazemos através de comandos de voz. Nesta dissertação, o objetivo principal é
a implementação de um Chatbot para responder a perguntas frequentes. Para tal, foi realizado um estudo
sobre o Processamento de Linguagem Natural, formas de preparar o texto para que fique pronto a ser
utilizado pelo computador, distâncias que podem ser aplicadas a texto, similaridade semântica e, por fim,
qual o impacto da remoção das palavras vazias. Após a realização deste estudo e obtenção da informação
necessária, foi implementado um Chatbot para responder a perguntas frequentes, independentemente do
tema dessas perguntas. Esse Chatbot foi, posteriormente, testado em perguntas frequentes relacionadas
com o Instituto da Vinha e do Vinho; Abstract:
Chatbots development to answer frequently asked
questions
Nowadays, whatever the site we visit on the Internet, we hardly encounter a Chatbot: from the small dialog
boxes that assist us in online shopping to the virtual agents that execute the orders we make through voice
commands. In this dissertation, the main goal is to implement a Chatbot to answer frequently asked
questions. With this in mind, a study was carried out on natural language processing, ways to prepare the
text so that it is ready for use by the computer, distances that can be applied to text, semantic similarity
and, finally, what is the impact of removing stopwords. After conducting this and obtaining the necessary
information, a Chatbot was implemented to answer frequently asked questions, regardless of the domain
of those questions. This Chatbot was subsequently tested on frequently asked questions related to the
Institute of Vine and Wine.
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Siemon, Dominik, and Susanne Robra-Bissantz. "Bedürfniserhebung durch Chatbots an ausgewählten Touchpoints innerhalb der Kundenkommunikation." TUDpress, 2019. https://tud.qucosa.de/id/qucosa%3A36565.
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Aufgrund eines bedeutenden technologischen Fortschritts im Bereich der künstlichen Intelligenz (KI) sind eine Vielzahl neuer Systeme und Anwendungen entstanden, die eine künstliche Interaktion und Kommunikation mit Nutzern ermöglichen (Gnewuch, Morana, & Maedche, 2017; Maedche, Morana, Schacht, Werth, & Krumeich, 2016). Neben spezifischen Anwendungen in Form von virtuellen Assistenten (VA), wie Apples Siri oder Amazonas Alexa, entwickeln Unternehmen zunehmend Chatbots und Enterprise Bots für die Interaktion mit Kunden. Im Jahr 2016 hat Facebook ihren Messenger für Chatbots geöffnet wodurch mittlerweile über 34.000 Chatbots auf Facebook vorhanden sind. Auch Microsoft hat mit Cortana eine Möglichkeit geschaffen, mit einem Chatbot zu interagieren. Der Messangerdienst Telegram ermöglichte diese künstliche Interkation bereits im Jahr 2015 und Google stellt mit seinem Dienst Dialogflow ein einfaches Angebot zur Erstellung eigener Chatbots für Unternehmen bereit (Stäcker & Stanoevska-Slabeva, 2018). Das Jahr 2017 wird auch als der zweite Frühling der Chatbots bezeichnet (Haberich, 2018). Klar (2018) sagt, dass Chatbots im Kundenservice in allen Branchen eine immer wichtigere Rolle spielen und sogar von Kunden gewünscht werden. Auch wenn Chatbots bereits vielseitig im Kontakt mit Kunden eingesetzt werden, fehlen konkrete wissenschaftliche Studien zu der Akzeptanz von Kunden im Bereich der Bedürfniserhebung. Die Erfüllung von Kundenbedürfnissen ist ein zentrales Element eines Unternehmens, wodurch die Erhebung dieser Kundenbedürfnisse einen hohen Stellenwert einnimmt (Jacob, 2018). Die Erhebung von Kundenbedürfnissen ist mit viel Aufwand verbunden, welches unter anderem ressourcenintensive Studien der Marktforschung oder Analysen bestehender Daten mit sich zieht. Die direkte Bedürfniserhebung durch Kundenberater ist darüber hinaus mit einem hohen Zeit- und Personalaufwand verbunden, da möglichst jeder Kunde unmittelbar betreut werden sollte (Jacob, 2018). Eine Beratung durch einen intelligenten künstlichen Kundenbetreuer, könnte somit eine enorme Kosten- und Zeitaufwandsreduktion hervorrufen und dennoch eine Kundenzufriedenheit und somit Loyalität erzeugen. Ziel dieses Artikels ist es, herauszufinden inwieweit Chatbots in der B2C-Kommunkiation die Bedürfnisse des Kunden an bestimmten Touchpoints erheben können. Dafür wurde eine empirische Studie mit einem explorativen Fragebogen mit 131 Probanden durchgeführt. [... aus der Einleitung]
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Lidén, Alexander, and Karl Nilros. "Percieved benefits and limitations of chatbots in higher education." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96327.
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Prior to 2012 artificial intelligence, the study of intelligent agents, followed Moore’s law which states that compute is doubling every two years. Post 2012 it has been doubling every 3.4 months. However, intelligent agents are focusing on human language, and conversation is rarely developed for education. This study investigates a student’s perceived benefits and limitations of chatbots in higher education, by exploring the relative advantage, complexity, and compatibility of a different chatbot functionality. By interviewing students the authors could establish four different themes that perceived to be important when using a chatbot, Decreasing obstacles, Enhanced learning process, Hesitance towards complexity, and Teacher involvement. Overall, this study suggests that it is preferable to start with little functionality and then successively improve. Because smaller implementations with basic functionality are more accepted and useful to students compared to complex AI functionality, and for future implementation, this is something that should be accounted for.Före 2012 följde Artificiell intelligens, läran om intelligenta agenter Moores lag vilket innebär att data beräkningars kraft fördubblas vartannat år. Efter 2012 har det fördubblats var 3,4 månad. Dock utvecklas ofta de intelligenta agenterna med fokus på det mänskliga språket samt hälsa och sällan för utbildnings syfte. Den här studien undersöker studenters uppfattning om fördelar och nackdelar av chatbotar i högre utbildningssyfte genom att utforska relativa fördelar, svårigheter och kompatibiliteten av olika chatbot funktionaliteter. Genom att intervjua studenter kunde författarna etablera fyra olika teman som uppfattades vara viktiga när en chatbot används, att minska hinder, förbättra lärningsprocessen, tvivel gentemot svårigheter och lärarens medverkan. Sammanfattningsvis pekar denna studie på att det är att föredra att börja utveckla chatbotar med med lite funktionalitet och att sedan successivt öka. Detta för att mindre implementationer med grundlig funktionalitet är mer accepterad och användbar för studenter jämfört med komplex AI funktionalitet, och detta är något att ta hänsyn till i framtida implementationer.
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Lundell, Vinkler Mikael, and Peilin Yu. "Conversational Chatbots with Memory-based Question and Answer Generation." Thesis, Linköpings universitet, Medie- och Informationsteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-171927.
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The aim of the study is to contribute to research in the field of maintaining long-term engagingness in chatbots, which is done through rapport building with the help of user and agent specific memory. Recent advances in end-to-end trained neural conversational models (fully functional chit-chat chatbots created by training a neural model) present chatbots that converse well with respect to context understanding with the help of their short-term memory. However, these chatbots do not consider long-term memory, which in turn motivates further research. In this study, short-term memory is developed to allow the chatbot to understand con-text, such as context-based follow-up questions. Long-term memory is developed to re-member information between multiple interactions, such as information about the user and the agent’s own persona/personality. By introducing long-term memory, the chatbot is able to generate long-term memory-based questions, and to refer to the previous conversation, as well as retain a consistent persona. A question answering chatbot and question asking chatbot were initially developed in parallel as individual components and finally integrated into one chatbot system. The question answering chatbot was built in python and consisted of three main components; a generative model using GPT-2, a template structure with a related sentiment memory, and a retrieval structure. The question asking chatbot was built using a framework called Rasa. User tests were performed to primarily measure perceived engagingness and realness. The aim of the user studies was to compare performance between three chatbots; a) individual question asking, b) individual question answering and c) the integrated one. The results show that chatbots perceived as more human-like are not necessarily more engaging conversational partners than chatbots with lower perceived human-likeness. Although, while still not being near human level performance on measures such as consistency and engagingness, the developed chatbots achieved similar scores on these measures to that of chatbots in a related task (Persona-Chat task in ConvAI2). When measuring the effects of long-term memory in question asking, it was found that measures on perceived realness and persona increased when the chatbot asked long-term memory generated questions, referring to the previous interaction with the user.
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Kuylenstierna, Elsa, and Hanna Trägårdh. "Customers perception of Artificial Intelligence as Chatbots in CRM." Thesis, Högskolan i Halmstad, Akademin för företagande, innovation och hållbarhet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44538.
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ABSTRACT Title: Customers perception of Artificial Intelligence as Chatbots in CRM Subject: Bachelor thesis in business administration, 15 hp Authors: Hanna Trägårdh & Elsa Kuylenstierna Supervisor: Klaus Solberg Söilen Examiner: Ulf Aagerup Keywords: Artificial intelligence, Chatbots, Customer Relationship Management, Generation Z, Generation Y Purpose: The purpose of this study is to determine the perception Swedish customers from Gen Z and Gen Y have of companies using chatbots in customer relationship management. Furthermore the study will analyze if the different generational groups perceive chatbots in different ways. The study also focuses on finding out what role chatbots play in terms of CRM. Methodology: In this study a deductive research approach was used where the empirical study was collected through a survey. The survey had 212 respondents, 100 of them were between 15 and 25 years old and 112 were between 26 and 44 years old. Conclusion: Gen Z and Gen Y have similar opinions about how they perceive chatbots. Both Gen Z and Gen Y prefer communicating with a human since chatbots are not living up to their expectations. However, they are optimistic that chatbots have the potential to improve customer services to the better. Companies need to make sure that chatbots create value for customers and not only for companies themselves. Chatbots need to keep developing and make progress to be beneficial for customers to use. Implications: This study can contribute with new perspectives about chatbots and customer relationships that can be a big advantage for companies when implementing chatbots for their business. The study brings attention to the unexplored issue of Gen Z and Gen Y’s perception in this matter. This study can also be helpful for further research within the subject area.
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Olausson, Oskar. "Usability of Chatbots in Firs tand Second Time Use." Thesis, Umeå universitet, Institutionen för datavetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-163971.
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People interact through language and conversation everyday, children learn from an early age to express a variety of intents and responses in an understandable way. But the interaction form most commonly used in systems today is nothing like this. Instead, it is dominated by interactions such as button presses, scrolling, drag and drop, swipe gestures etc. What benefits and drawbacks can be observed when transforming such an application to one where users can use their natural inclination towards conversation to converse directly with the system. This exploratory study compares the usability of a conversational interaction form against the 'de facto'-standard that has a point and click interface. To assess usability differences, a chatbot prototype was designed and implemented. The prototype was developed in partnership with the consulting company Knowit and one of the leading Swedish clothing retailers. This prototype was subsequently tested against the clothing retailer's current application. The two interaction strategies were compared for usability for first and second time use. The results show some self reported usability differences in second time use favouring the chatbot prototype.
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Sheehan, Benjamin T. "Customer service chatbots: Anthropomorphism, adoption and word of mouth." Thesis, Queensland University of Technology, 2018. https://eprints.qut.edu.au/121188/1/Benjamin_Sheehan_Thesis.pdf.
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Chatbots can be configured to provide customer service. This thesis submits two quantitative studies to support the idea that a chatbot's perceived humanness is important to consumers. Preliminary results suggest that the anthropomorphism of a chatbot leads to increases in adoption and recommendation intent. Furthermore, the source of the anthropomorphic perceptions appears linked to a chatbot's use of specific linguistic stratagems which can be manipulated by practitioners and researchers.
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Hansson, Oskar. "Exploring users perception of chatbots in a bank environment - A critical view on chatbots and how to design for a positive user experience." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-22362.
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Chatbots have been around for decades but haven’t really gained a lot of attention until very recently. With new advancements in the technologies of artificial intelligence and natural language processing, chatbots have very quickly gained the interest of commercial businesses. What seems to be lacking, though, is a user perspective on the subject of chatbots. This thesis explores how customers of Swedbank in the segment of 18 – 35 perceives Swedbanks current chatbot service, Nina, and the perception of the resulting concept that was developed based on empirical findings, Nina 2.0. The findings conclude among other things that chatbots with a clear and simple goal was positively received by the users, and interaction through pre- programmed answering buttons resulted in expressions of relief as the users did not have to worry about miscommunication with the chatbot.
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Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.
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This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous research to strengthen the research results. The thesis empirical findings demonstrate that 42.9% of the respondents agreed with the statement; My bank's chatbot technology quality improved my customer satisfaction. Moreover, the correlation analysis showed that customer satisfaction and customer satisfaction linked to technical quality had a strong positive correlation between the concepts. Swedish banks could use the information to develop further their chatbots' technical quality, which would reduce customer service costs and influence how customers visit the bank. The thesis research results can also be applied and used by other industries that want to improve or implement chatbots in their digital business.
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Malvisi, Filippo. "Development of a Framework for AIML Chatbots inHTML5 and Javascript." Thesis, Linköpings universitet, Interaktiva och kognitiva system, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-106270.
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Chatbots are software agents that interact with the user in a conversation. The main goal of their creation was to resemble a human being in the way they perform said interaction, trying to make the user think he/she is writing to another human being. This has been implemented with varying degrees of success. One of the most popular languages for the definition of a chatbot knowledge base is AIML.This thesis focuses on the implementation of an AIML interpreter written in Javascript to allow for a web-based client-side specific usage of AIML chatbots. The interpreter must guarantee the compliance of properly formed AIML documents, perform all the necessary pre-processing duties for the correct usage of the chatbot and ensure the correctness of both pattern matching of user input and chatbot response.The interpreter fully exploits the DOM tree manipulation functions of the jQuery library to achieve said goals, treating AIML files as if they were normal XML files. The result is a well performing, fully functional AIML interpreter tailored around AIML 1.0 specification.
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Sörensen, Ingrid. "Expectations on Chatbots among Novice Users during the Onboarding Process." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-202710.
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In recent years a type of Conversational User Interface (CUI) called chatbots has been more common, these are integrated and used on various platforms such as Slack, Facebook and Skype. Chatbots are based on Artificial intelligence and are a written conversation between a human and an intelligent system. One example is Microsoft‘s chatbot Zo, a social chatbot aimed to entertain. As chatbots are becoming more commonly occurring, the need to study peoples expectations and demands is important in order to improve the user experience and usages of chatbots. In this paper, a study is presented, looking at the requirements and expectations of a chatbot by novice users. The study showed that onboarding is important in order for users to perform tasks successfully. Onboarding is the process for new users to become successful when adopting a product. In the study, eight participants were exposed to two different chatbots, a human-like and a robot-like, and interviewed about their thoughts and experiences from using it. The chatbots is applied to the case of customer support for insurance. The participants received the tasks; sign a new insurance, cancel an old one, get a recommendation for an pregnancy insurance and react on a notification. The results from the study also illustrate the importance of giving the user feedback in form of summaries, give system status of what is going on, sentences from the chatbot should be with concise information, and being able to handle input independent of the formulation. Regardless of which of the chatbots the participants tried first, they favored the second chatbot because they perceived it as easier to talk to with less misunderstandings. This might indicate a learning curve among the users and hint towards the need to design for onboarding.Under de senaste åren har en typ av konversations användargränssnitt, så kallade chatbots, blivit mer vanligt förekommande, dessa är integrerade och använda på diverse plattformar t.ex Slack, Facebook och Skype. Chatbots är en baserat på artificiell intelligens och är skriftlig kommunikation mellan en människa och ett intelligent system. Ett exempel är chatboten Zo från Microsoft, det är en social chatbot med syftet att vara underhållande. I takt med att chatbots börjar blir mer vanligt förekommande så ökar även behovet av att studera vilka förväntningar och krav som användare har, för att i sin tur kunna förbättra användandet samt användarupplevelsen av chatbots. I denna artikel presenteras en studie vilken har undersökt vilka krav och förväntningar som nya användare har på chatbots. Studien visade att introduktionsprocessen är viktig för att användare ska kunna utföra uppgifter korrekt. Introduktionsprocessen menar på den process som nya användare går igenom för att bli framgångsrika i användandet när de interagerar med en produkt. I studien, deltog 8st personer som fick testa två stycken olika chatbots, en som var mer människolik och en som var mer robotlik, sedan svara på frågor rörande deras tankar och uppfattningar från att interagera med dessa. Chatbottarna är applicerade inom kundsupport på ett försäkringsbolag. Deltagarna fick uppgifterna; teckna en försäkring, avsluta en gammal försäkring, be om en rekommendation för en gravidförsäkring samt uttrycka vad användaren ansåg om en notifikation. Resultatet från studien visade även på vikten av att ge användare återkoppling i form av summeringar, ge system status av vad som händer, meningar från chatboten ska vara med koncis information samt att systemet ska kunna hantera alla typer av svar oavsett formulering. Oberoende på vilken av de två chatbottarna som användarna interagerade med först, så visade resultatet att deltagarna föredrog den chatbot de interagerade med sist pga att den uppfattades som lättare att prata med samt att det blev färre missförstånd. Detta tycks tyda på en inlärningskurva hos användarna vilket visar på behovet av att designa för inlärningsprocessen.
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Leon, Kimberly A. "Chatbots and 3D maps : evaluating information retrieval across multiple mediums." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/119532.
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Thesis: M. Eng., Massachusetts Institute of Technology, Department of Electrical Engineering and Computer Science, 2017.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.
Cataloged from student-submitted PDF version of thesis.
Includes bibliographical references (pages 57-59).
In this thesis, we present data retrieval accomplished through two extremes of affordance. First, a natural language understanding (NLU) driven chatbot, which has minimal affordance -- the only visual cue users are given is an empty text box, an initial greeting message, and a list of general topics the chatbot can respond to. Second, a table-mounted tactile / digital map display (tangible map), the proposed antithesis to the chatbot, which has maximal affordance -- users can see everything available to them through the combination of a three-dimensional map atop interactive touch-screens and a native iPad app. The two mediums described above were both implemented as pieces of a single larger project: the MIT Atlas Service Center, and are meant to showcase the talent and research that happens in each of the 5 schools of MIT. As the author's time was not spent equally between the two mediums during the design and implementation phases, the main focus of this thesis up until Chapter 5, User Studies, will be the chatbot, and the length and detail of the chatbot-related sections will reflect this. In this thesis, we describe the motivation behind both projects, as well as their design and technical development. We then describe the evaluation of both mediums, which involves user studies with the goal of evaluating information retrieval across multiple mediums (the chatbot, the tangible map, and existing, public information retrieval services, i.e. Google Search). Finally, We describe the conclusions we arrive at as a result of the collected user study data. Our primary contributions are the implemented chatbot and tangible map, as well as the insights learned due to the user studies performed with both mediums.
by Kimberly A. Leon.
M. Eng.
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Oliveira, Aline de. "Variáveis que influenciam o consumidor em relação ao uso dos chatbots." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/18164.
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Mestrado em MarketingAs empresas frequentemente buscam moldar a evolução das aplicações tecnológicas e estão cada vez mais utilizando chatbots e inteligência artificial para se comunicar com os clientes, resolver dúvidas, problemas de atendimento, procurar informações, comprar produtos e serviços, reservar hotéis, fazer perguntas às empresas, entre outros. Sendo assim, o objetivo desta pesquisa consiste em explorar diferentes variáveis externas e do Modelo TAM para ver se influenciam o consumidor em relação ao uso dos chatbots pelas empresas. Para coletar os dados quantitativos foi realizado um questionário online e 235 respostas foram analisadas com o programa SPSS. De 16 hipóteses, obteve-se 12 hipóteses confirmadas e aceitas, sendo possível afirmar que os consumidores estão dispostos a adotar e utilizar chatbots para se comunicar com as empresas.
Companies often seek to shape the evolution of technology applications and are increasingly using chatbots and artificial intelligence to communicate with customers, solve questions, service issues, look for information, buy products and services, book hotels, ask business questions. Therefore, the objective of this research is to explore different external variables and the Model TAM that influence the consumer in relation to the use of chatbots by companies. To collect the quantitative data, an online questionnaire was performed and 235 responses were analyzed with the SPSS program. Of the 16 hypotheses, 12 hypotheses were confirmed and accepted, and it is possible to affirm that consumers are willing to adopt and use chatbots to communicate with companies.
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Kero, Chanelle, and Veronica Törnblom. "Utveckling av en chatbots dialog för implementation i en webbaserad kundtjänst." Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-69046.
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Automatisering av kundtjänster genom implementering av chatbotar blir allt vanligare för att kunna erbjuda kunder en mer tillgänglig och effektiv service. Vid implementering av chatbotar i kundtjänster lämnas den mänskliga kontrollen och kundens upplevelse delvis över till ett digitalt system, vilket ställer krav på utformning av chatbotars dialoger. Syftet med arbetet är att ta fram en artefakt i form av en chatbot och utveckla dess dialog för en framtida implementation i en kundtjänst. Arbetet ämnar att ta fram designprinciper för utformning och utveckling av chatbotar och deras dialoger i en kundtjänstmiljö. Den forskningsmetod som tillämpades vid utvecklingen av artefakten var Design Science Research Methodology (DSRM). En litteraturstudie genomfördes och data samlades in genom möten samt en intervju med det företag som varit uppdragsgivare till arbetet. Arbetet resulterade i en demosida innehållande en chatbot, samt en sida för administratörer där de har en översikt av chatbotens genomförda interaktioner. Tre designprinciper togs även fram för utveckling av chatbotars dialog inom kundtjänst, vilka blev arbetets bidrag. De slutsatser som identifierades var att en chatbot bör kontrollera att användaren fått svar på sitt kundtjänstärende, en chatbot bör erbjuda mänsklig service vid missförstånd, en chatbot kan inte ersätta mänsklig service fullt ut samt att en chatbot bör ha en strukturerad datainsamling av genomförda interaktioner för att kunna utveckla och förbättra chatbotens dialog.Automation of customer service through implementation of chatbots is becoming increasingly common in order to provide customers with a more accessible and efficient service. When implementing chatbots in customer services, human control and the customer experience are partially shifted to a digital system, which puts requirement on the chatbot’s dialogue. The purpose of this report is to develop an artifact for a client. The artifact is a web page containing a chatbot. The report aims to develop design principles for development of chatbots and their dialogues in a customer service. The research method used in the development of the artifact was Design Science Research Methodology (DSRM). A literature study was conducted, and data was collected through meetings and an interview with the client. The report resulted in a demo page containing a chatbot and a page for administrators with an overview of saved chats. Three design principles were also formulated for developing chatbots in customer service, which is the contribution of the report. The conclusions identified were that a chatbot should check that the user got the correct answer, a chatbot should offer human service in case of misunderstanding, a chatbot cannot fully replace human service and a chatbot should have a structured data collection of completed interactions for developing and improvement of the chatbot’s dialogue.
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Roos, Sofie. "Chatbots in education : A passing trend or a valuable pedagogical tool?" Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-355054.
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Digitalizing education and reinventing the learning experience is one of the big challenges in this age of information. In the eld of E-learning, the application of a chatbot as part of the education has shown interesting potential, both as a teaching and administrative tool. Chatbots have been 'trending' for a few years and quite a few papers examining it in the educational sector has been published, albeit very little interest seems to have been given to the summation of this knowledge. In an attempt to fill the knowledge gap this thesis performed a literature study to examine the documented features and possible uses for chatbots in an educational context. Since quite a few chatbot technologies have been developed at this time and exhibit varied functions, this study was limited to only examine bots based on the XML derived language AIML. The results imply that chatbots in education have quite a few uses and even more possible features. An AIML-based chatbot can be both simple and complex to implement, all depending on the effort put into implementation. The tool is diverse and may be used for many different purposes and aims, the only limitation being the creators' creativity and imagination.
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Matias, Ana Catarina de Faria Blanc Félix. "A influência da inteligência artificial no e-commerce : o uso dos chatbots." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/20957.
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Mestrado em Gestão de Sistemas de InformaçãoNos últimos anos, tem havido um grande avanço tecnológico e as novas tecnologias têm estado cada vez mais presentes no nosso dia-a-dia, mesmo sem nos apercebermos, um destes casos é a inteligência artificial (IA). Um dos grandes impactos que a IA tem no nosso dia-a-dia é no e-commerce. O e-commerce é conhecido como o modelo de negócio que utiliza as diversas plataformas eletrónicas para fazer comércio online de bens. Este estudo centra-se na análise da perceção dos consumidores relativamente à influência da inteligência artificial no e-commerce, com particular enfoque nos chatbots. O presente trabalho considera a apresentação de um modelo conceptual, baseado, principalmente, na Teoria Unificada de Aceitação e Uso da Tecnologia 2 (UTAUT2), juntamente com a análise das variáveis latentes que foram identificadas como necessárias. A abordagem escolhida foi a quantitativa, baseando-se na realização de um inquérito, que decorreu durante o mês de Junho, onde foi obtido uma amostra de 569 inquiridos. A análise dos dados foi realizada através do Partial Least Squares (PLS), sendo utilizado o software Smart PLS 3.0. Por fim, o resultado da análise dos dados recolhidos comprovou a validade do modelo apresentado, sendo que os fatores que mais influenciaram a intenção dos consumidores de utilizarem chatbots no e-commerce são o Hábito, Utilidade, Facilidade de Uso, Atitude e Diversão Percebida.
Over the years, there has been a great technological advance and new technologies are increasingly present in our daily lives, even when we do not realize it, one of these cases is artificial intelligence (AI). One of the major impacts AI has on our daily lives is on e-commerce. E-commerce is known as the business model that uses the various electronic platforms to trade goods online. Thus, this study focuses on the analysis of consumers' perception of the influence of AI on e-commerce, specifically on chatbots. Additionally, the present work considers the presentation of a conceptual model, based mainly on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2), together with the analysis of the latent variables that were identified as necessary. The quantitative approach chosen was based on a survey that was online in June and that obtained a sample of 569 answers. The data analysis was performed using Partial Least Squares (PLS), using the Smart PLS 3.0 software. Finally, the result of this analysis proved the validity of the presented model and the factors that had the greatest influence on consumers' intention to use chatbots in e-commerce are Habit, Utility, Ease of Use, Attitude and Perceived Fun.
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Krantz, Amandus, and Petrus Lindblom. "Generating Topic-Based Chatbot Responses." Thesis, Blekinge Tekniska Högskola, Institutionen för datalogi och datorsystemteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-14800.
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With the rising popularity of chatbots, not just in entertainment but in e-commerce and online chat support, it’s become increasingly important to be able to quickly set up chatbots that can respond to simple questions. This study examines which of two algorithms for automatic generation of chatbot knowledge bases, First Word Search or Most Significant Word Search, is able to generate the responses that are the most relevant to the topic of a question. It also examines how text corpora might be used as a source from which to generate chatbot knowledge bases. Two chatbots were developed for this project, one for each of the two algorithms that are to be examined. The chatbots are evaluated through a survey where the participants are asked to choose which of the algorithms they thought chose the response that was most relevant to a question. Based on the survey we conclude that Most Significant Word Search is the algorithm that picks the most relevant responses. Most Significant Word Search has a significantly higher chance of generating a response that is relevant to the topic. However, how well a text corpus works as a source for knowledge bases depends entirely on the quality and nature of the corpus. A corpus consisting of written dialogue is likely more suitable for conversion into a knowledge base.
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VALLERYD, MATILDA, and THERESE ASKLING. "Chatbots and natural automatedlanguage : A comparison between rst word and most signicantword search." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-157680.
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This study aims to determine if there is any dierence in the perceived naturalness of chatbots implemented with either a rst word search- or a most signicant word search-algorithm. To this end two versions of the same chatbot were implemented using parsed movie dialogue used as a knowledge base and evaluated using methods developed for chatbot competitions. The results of the study were inconclusive and no statistically certain dierence between the two implementations was found.
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Edlund, Paul, and Härgestam Axel Holmner. "Customer Relationship Management and Automated Technologies : A qualitative study on chatbots’ capacity to create customer engagement." Thesis, Umeå universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-172386.
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The digital age has brought many new technologies that are disrupting the way that companies interact with customers. Automated technologies are one aspect of technological development in recent days, and it has changed how regular business operations are performed. Chatbots, for instance, has changed the way that customers interact with companies. Facilitating interaction and being available around the clock to serve customers who have questions. This study investigated how automated technologies are used in CRM-activities of companies and how the implementation of such technologies can lead to customer engagement. CRM, Customer Relationship Management, is a core business strategy that aims to strengthen customer relationships through co-creating value with the use of supporting technologies. Customer engagement is a measurement of a customer's involvement with a firm over time, with the end goal of customers becoming “fans” that advocate and generate word-of-mouth for the firm. This study investigates how companies utilize automated technologies in CRM-activities and if these technologies can help lead to customer engagement. The study aims to answer the following research question: How are automated technologies, more specifically chatbots, used in existing CRM strategies to further create customer engagement? The study conducted investigates these technologies within five companies that utilize chatbot-technologies from chatbot-providers. The chatbot-providers are also part of the study to get a more comprehensive view of the functionalities and purpose of these technologies. The contrasting view of companies and chatbot-providers is used to answer the sub-purposes of the thesis regarding how companies implement automated technologies. A qualitative study with interviews was conducted, along with secondary data from written documentary sources. The data were analyzed in a theoretical thematic analysis in which themes were developed from the theoretical framework. The findings of the study show that despite the potential of automated technologies, the most prominent use is for customer service operations. The potential for automated technologies in CRM is greater than what was found in the interviewed companies. The findings also demonstrate that automated technologies facilitate connection, interaction, and increases customer satisfaction, which can lead to customer engagement. The findings also show that there is a discrepancy in the views of companies who use chatbots in their business processes and the chatbot-providers that help implement them.
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Berglund, Fredrik. "Chatbots as Interaction Modality : An Explorative Design Study on Elderly Classical Music Concert Subscribers." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-209685.
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This thesis is a pilot study aimed at exploring how a chatbot can be designed to be used as a tool to give elderly classical music concert subscribers information about concerts they are attending. Previous works have indicated chatbots to be useful as information retrieval systems. To test this theory, a chatbot called “BerwaldBoten” was created and tested on eight elderly concert subscribers. Apart from testing the chatbot in everyday settings during a week leading up to a concert, the users also answered questionnaires before and after the study for qualitative data. Data from the chats was also collected for qualitative analysis. The results were generally positive, where most users found it easier to acquire concert information when using the chatbot. A need to provide the alternatives to interact using either quick reply buttons or free text was indicated. Furthermore, the importance of stating limitations and being transparent regarding the system state at all times is discussed.Detta examensarbete är en pilotstudie med målet att utforska hur en chatbot kan designas för att användas av äldre konsertabonnenter av klassisk musik för att ge dem information om konserter. Tidigare forskning har visat på att chatbotar är användbara som informationshämtningsystem. För att testa denna teori skapades chatboten “BerwaldBoten” och testades på åtta äldre konsertabonnenter. Utöver att testa chatboten i vardagliga situationer under en vecka före en konsert fick användarna svara på frågeformulär före och efter studien för kvalitativ data. Data från chatkonversationerna samlades också in för kvalitativ analys. Resultaten var i överlag positiva, och en majoritet av användarna tyckte att det var enklare att erhålla information när de använde chatboten. Ett behov av att tillhandahålla alternativen att interagera antingen genom snabbsvarsknappar (quick reply buttons) eller fritext indikerades. Vidare diskuterades vikten av att förklara begränsningar och att alltid vara transparent om systemtillståndet.
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Makasi, Tendai. "Cognitive computing systems and public value: The case of chatbots and public service delivery." Thesis, Queensland University of Technology, 2022. https://eprints.qut.edu.au/230002/1/Tendai_Makasi_Thesis.pdf.
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This thesis is an investigation of how cognitive computing system initiatives in the public sector can contribute towards creating public value. It focuses specifically on public service delivery through service channels that are supported by chatbots and proposes recommendations to ensure that the important public service value dimensions are supported. The thesis builds upon the discussions around public value creation and draws upon the interpretation of how chatbots can facilitate public value creation during chatbot-mediated service interactions from both the users of the chatbots and designers of the chatbots.
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Tor, Kjäll. "Visualization of Chatbot Survey Results." Thesis, Uppsala universitet, Människa-datorinteraktion, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-414841.
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Chatbots are an increasingly popular technique that has seen recent steps in development thanks to artificial intelligence. There is research conducted about chatbots in different areas, but one area that is overlooked is the presentation of data collected by the chatbot. This study aimed to explore what to think about in terms of visualizations when designing an interface in order to present chatbots results to novice users. Conducting a user study with several iterations of design, the research question was: How do you visualize the results of a chatbot survey for novice users to facilitate the understanding of the data? To answer this question, four design iterations with a total of 17 participants were conducted, resulting in a final prototype. The data gathered was then analyzed using thematic analysis. The results failed to help answering the research question, but did give some suggestions on interface visualization, mainly the importance of using visualizations that are carefully selected to improve the understanding of the data presented. Moreover, this study suggests the importance of focusing on the participant’s deeper level of understanding and their conceptual models.
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Cheng, Alexandra. "Chat, Connect, Collapse: A Critique on the Anthropomorphization of Chatbots in Search for Emotional Intimacy." Scholarship @ Claremont, 2018. http://scholarship.claremont.edu/scripps_theses/1107.
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This thesis is a critique on the ease in which humans tend to anthropomorphize chatbots, assigning human characteristics to entities that fundamentally will never understand the human experience. It will be further exploring these consequences on our society's socio-cultural fabric, representations of the self and identity formation in terms of communication and the essence of humanity.
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Olofsson, Linnéa, and Heidi Patja. "Understand me, do you? : An experiment exploring the natural language understanding of two open source chatbots." Thesis, Blekinge Tekniska Högskola, Institutionen för programvaruteknik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-21475.
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What do you think of when you hear the word chatbot? A helpful assistant when booking flight tickets? Maybe a frustrating encounter with a company’s customer support, or smart technologies that will eventually take over your job? The field of chatbots is under constant development and bots are more and more taking a place in our everyday life, but how well do they really understand us humans? The objective of this thesis is to investigate how capable two open source chatbots are in understanding human language when given input containing spelling errors, synonyms or faulty syntax. The study will further investigate if the bots get better at identifying what the user’s intention is when supplied with more training data to base their analysis on. Two different chatbot frameworks, Botpress and Rasa, were consulted to execute this experiment. The two bots were created with basic configurations and trained using the same data. The chatbots underwent three rounds of training and testing, where they were given additional training and asked control questions to see if they managed to interpret the correct intent. All tests were documented and scores were calculated to create comparable data. The results from these tests showed that both chatbots performed well when it came to simpler spelling errors and syntax variations. Their understanding of more complex spelling errors were lower in the first testing phase but increased with more training data. Synonyms followed a similar pattern, but showed a minor tendency towards becoming overconfident and producing incorrect results with a high confidence in the last phase. The scores pointed to both chatbots getting better at understanding the input when receiving additional training. In conclusion, both chatbots showed signs of understanding language variations when given minimal training, but got significantly better results when provided with more data. The potential to create a bot with a substantial understanding of human language is evident with these results, even for developers who are previously not experienced with creating chatbots, also taking into consideration the vast possibilities to customise your chatbot.
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Hilding, Pontus. "Making Chatbots More Conversational : Using Follow-Up Questions for Maximizing the Informational Value in Evaluation Responses." Thesis, Uppsala universitet, Institutionen för informationsteknologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-393269.
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This thesis contains a detailed outline of a system that analyzes textual conversation-based evaluation responses in an attempt to maximize the extraction of informational value. This is achieved by asking intelligent follow-up questions where the system deems it to be necessary. The system is realized as a multistage rocket. The first step utilizes a neural network trained on manually extracted linguistic features of an evaluation answer to assess whether a follow-up question is required. Next, what question to ask is determined by a separate network which employs word embeddings to make appropriate question predictions. Finally, the grammatical structure of the answer is analyzed to resolve how the predicted question should be composed in terms of grammatical properties such as tense and plurality to make it as natural-sounding and human as possible. The resulting system was overall satisfactory. Exposing the system to evaluation answers in the educational sector caused it, in the majority of cases, to ask relevant follow-up questions which dived deeper into the users' answer. The domain-narrow and meager amount of annotated data naturally made the system very domain-specific which is partially counteracted by the use of secondary predictions and default fallback questions. However, using the system with any unrestricted answer out-of-the-box is likely to generate a very vague question-response. With a substantial increase in the amount of annotated data, this would most likely be vastly improved.
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Gersil, Tuna, and Ismail Hilal. "The Role of Conversational Interfaces in the Future of Digitaland Technology." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279688.
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Conversational interfaces (CIs) have been a trending topic in recent years. As of the last decade, CIs have emerged with the aim of simplifying human-machine interactions and found a wide use case in the market. For example, Siri and Google Assistant are some of the most well-known CIs developed by the tech giants Apple and Google. The digital landscape has evolved from web, to mobile apps, to recently CIs. Nowadays, CIs, in particular chatbots and voicebots, are becoming increasingly common. Whether navigating the web or messaging on a phone, it is likely that CIs have been confronted offering the user help.However, CIs have not managed to reach a large-scale use. Furthermore, the reasons regarding the challenges faced by CIs as well as their usability are not greatly explored. In this thesis, we explore the most relevant uses of CIs and the reasons hindering a widespread use of CIs. Our goal is to provide an insight into CIs’ uses and list the reasons regarding the challenges faced by CIs. The research study followed a mixed method approach connecting an explorative qualitative literature study, a survey and an interview. The data was collected by using a systematic mapping approach for it being more suitable for conducting an effective literature review. The survey and the interview were conducted in order to confirm the findings.According to our research, it was found that the most common use cases of CIs were in customer service, sales, travel and bookings, education, healthcare and as voice assistants. The most prominent challenges faced by CIs were poor usability, language processing and understanding, speech recognition and natural language generation and security and privacy. As a conclusion, the future looks promising for CIs, however, they need to be furher researched and developed in order to help them reach a widespread use in the future.Konversation Gränssnitt (CIs) har varit ett trendande ämne de senaste åren. Sedan det senaste decenniet har CIs kommit fram i syfte att förenkla interaktioner mellan människor och maskiner och har hittat ett brett användningsfall på marknaden. Det digitala landskapet har utvecklats från webb, till mobila appar till nyligen CI. Numera blir CIs, i synnerhet chatbots och voicebots, allt vanligare. Vare sig du navigerar på webben eller meddelanden i en telefon, är det troligt att CIs har konfronterats med att erbjuda användaren hjälp.CIs har dock inte lyckats uppnå storskalig användning. Dessutom är orsakerna till de utmaningar som CIs står inför och deras användbarhet inte utforskas i hög grad. I den här avhandlingen undersöker vi de mest relevanta användningarna av CIs och orsakerna till en utbredd användning av CIs. Vårt mål är att ge en inblick i CI: s användningar och lista orsakerna till de utmaningar som CIs står inför. Forskningsstudien följde en blandad metodstrategi som ansluter en utforskande kvalitativ litteraturstudie, en undersökning och en intervju. Uppgifterna samlades in med hjälp av en systematisk kartläggningsätt för att göra dem mer lämpliga för att genomföra en effektiv litteraturgranskning. Undersökningen och intervjun genomfördes för att bekräfta resultaten.Enligt vår forskning konstaterades att de vanligaste användningsfallen för CIs var kundservice, försäljning, resor och bokningar, utbildning, sjukvård och som röstassistenter. De mest framstående utmaningarna för CIs var dålig användbarhet, språkhantering och förståelse, taligenkänning och naturlig språkgenerering och säkerhet och integritet. Sammanfattningsvis ser framtiden lovande ut för CIs, men de måste undersökas och utvecklas ytterligare för att hjälpa dem att uppnå utbredd användning i framtiden.
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Дмитренко, Костянтин Олексійович. "Чат-бот проведення опитування QA-спеціалістів з подальшим формуванням чек-листа." Магістерська робота, Київський національний університет технологій та дизайну, 2021. https://er.knutd.edu.ua/handle/123456789/18046.
Full textAbstract:
Мета розробки чат-боту – дати можливість користувачам месенджеру Telegram, які цікавляться сферою IT, пройти тест і дізнатися свій рівень знань в напрямку QA, а також створити чек-лист, який допоможе при тестуванні ПО. Чат-бот буде формувати чек-лист для часто використовуваних пристроїв, що дає можливість більш точно створити чек-лист для тестування. Чат-боти – сучасний та ефективний засіб, який стає дедалі більш популярним для проведення масштабних рекламних кампаній брендів. Враховуючи високий показник конверсії відкриттів і переглядів повідомлень, які приходять до месенджерів, чат-боти є значно ефективнішим за будь-який інший інструмент реклами. Для користувачів буде значно простіше отримати необхідну інформацію в автоматичному режимі за допомогою чат-бота, ніж намагатися отримати ту ж саму інформацію за допомогою пошуку в інтернеті, що значно підвищує лояльність.The purpose of the chatbot development is to enable Telegram messenger users who are interested in IT to pass the test and find out their level of knowledge in the field of QA, as well as to create a checklist that will help in software testing. The chatbot will generate a checklist for frequently used devices, which allows you to more accurately create a checklist for testing. Chatbots are a modern and effective tool that is becoming increasingly popular for large-scale brand advertising campaigns. Given the high conversion rate of discoveries and views of messages that come to messengers, chatbots are much more effective than any other advertising tool. It will be much easier for users to get the information they need automatically using a chatbot than to try to get the same information through an internet search, which greatly increases loyalty.
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Strigér, Amanda. "End-to-End Trainable Chatbot for Restaurant Recommendations." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-213982.
Full textAbstract:
Task-oriented chatbots can be used to automate a specific task, such as finding a restaurant and making a reservation. Implementing such a conversational system can be difficult, requiring domain knowledge and handcrafted rules. The focus of this thesis was to evaluate the possibility of using a neural network-based model to create an end-to-end trainable chatbot that can automate a restaurant reservation service. For this purpose, a sequence-to-sequence model was implemented and trained on dialog data. The strengths and limitations of the system were evaluated and the prediction accuracy of the system was compared against several baselines. With our relatively simple model, we were able to achieve results comparable to the most advanced baseline model. The evaluation has shown some promising strengths of the system but also significant flaws that cannot be overlooked. The current model cannot be used as a standalone system to successfully conduct full conversations with the goal of making a restaurant reservation. The review has, however, contributed with a thorough examination of the current system, and shown where future work ought to be focused.Chatbotar kan användas för att automatisera enkla uppgifter, som att hitta en restaurang och boka ett bord. Att skapa ett sådant konversationssystem kan dock vara svårt, tidskrävande, och kräva mycket domänkunskap. I denna uppsats undersöks om det är möjligt att använda ett neuralt nätverk för att skapa en chatbot som kan lära sig att automatisera en tjänst som hjälper användaren hitta en restaurang och boka ett bord. För att undersöka detta implementerades en så kallad ``sequence-to-sequence''-modell som sedan tränades på domänspecifik dialogdata. Systemets styrkor och svagheter utvärderades och dess förmåga att generera korrekta svar jämfördes med flera andra modeller. Vår relativt enkla modell uppnådde liknande resultat som den mest avancerade av de andra modellerna. Resultaten visar modellens styrkor, men påvisar även signifikanta brister. Dessa brister gör att systemet, i sig självt, inte kan användas för att skapa en chatbot som kan hjälpa en användare att hitta en passande restaurang. Utvärderingen har dock bidragit med en grundlig undersökning av vilka fel som görs, vilket kan underlätta framtida arbete inom området.
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Asher, Natali. "A Warmer Welcome : Application of a Chatbot as a Facilitator for New Hires Onboarding." Thesis, Linnéuniversitetet, Institutionen för medieteknik (ME), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-65887.
Full textAbstract:
Despite being explored and constantly improved through the years, onboarding of new hires in corporate organizations has remained a challenge. Many of the issues can be linked to a lack of communication between the organization and the new employee, as well as the common nature of these environments where information is spread across job titles and sources. This thesis discusses the feasibility of implementing a basic chatbot that will allow new hires to ask questions and request varied information at all times, using an interface such as a messaging app. This research explores the way chatbots should be designed in order to be effective, reliable and enjoyable from a user experience perspective. The chatbot was developed using the Chatfuel platform and tested by new employees at a corporate environment. The users were requested to explore the chatbot freely and then asked to answer a survey. The interactions were also recorded and analyzed from in both qualitative and quantitative ways (chat logs and analytics). The study proves that an onboarding chatbot is a useful tool for new hires and can be used as a communication facilitator between the organization and the new hires during the first weeks of employment, and also after that, serving as an information source and a broadcasting method. The chatbot gives the new hires an accessible source of information that helps on the process of getting to speed, and enables a positive experience that increases familiarity in the new workplace.
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Villón, Cabrera Nicole. "Inteligencia Artificial aplicada al marketing: Impacto del uso de Chatbots Cognitivos en la satisfacción del cliente del sector bancario." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/652700.
Full textAbstract:
Hoy en día, vivimos en un mundo digitalizado, donde cada vez más las empresas intentan brindar mejores servicios para diferenciarse entre unas y otras. De esta manera, los chatbots permiten atender las consultas de los clientes y brindar un servicio diferente. En esta investigación, se analiza el uso de chatbots en el sector bancario peruano y cómo impacta en la satisfacción del cliente. Además, se observa el efecto que tiene la calidad de servicio, calidad de información y facilidad de uso. Los datos fueron recolectados de 250 encuestados. Los resultados proporcionan una visión a los bancos para poder fortalecer la satisfacción de sus clientes a través de los chatbots.Nowadays, we live in a digitized world, where more and more companies try to provide better services to differentiate between them. In this way, chatbots allow to answer customer queries and provide a different service. In this research, I analyze the use of chatbots in the Peruvian banking sector and how it impacts customer satisfaction. In addition, the effect of quality of service, quality of information and ease of use is observed. Data was collected from 250 respondents. The results allowed a vision for the banks to be able to strengthen the satisfaction of their clients through chatbots.
Trabajo de investigación
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Victorin, Karin. "AI as Gatekeepers to the Job Market : A Critical Reading of; Performance, Bias, and Coded Gaze in Recruitment Chatbots." Thesis, Linköpings universitet, Tema Genus, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-177257.
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The topic of this thesis is AI recruitment chatbots, digital discrimination, and data feminism (D´Ignazio and F.Klein 2020), where I aim to critically analyze issues of bias in these types of human-machine interaction technologies. Coming from a professional background of theatre, performance art, and drama, I am curious to analyze how using AI and social robots as hiring tools entails a new type of “stage” (actor’s space), with a special emphasis on social acting. Humans are now required to adjust their performance and facial expressions in the search for, and approval of, a new job. I will use my “theatrical glasses” with an intersectional lens, and through a methodology of cultural analysis, reflect on various examples of conversational AI used in recruitment processes. The silver bullet syndrome is a term that points to a tendency to believe in a miraculous new technological tool that will “magically” solve human-related problems in a company or an organization. The captivating marketing message of the Swedish recruitment conversational AI tool – Tengai Unbiased – is the promise of a scientifically proven objective hiring tool, to solve the diversity problem for company management. But is it really free from bias? According to Karen Barad, agency is not an attribute, but the ongoing reconfiguration of the world influenced by what she terms intra-actions, a mutual constitution of entanglement between human and non-human agencies (2003:818). However, tech developers often disregard their entanglement of human-to-machine interferences which unfortunately generates unconscious bias. The thesis raises ethical questions of how algorithmic measurement of social competence risks holding unconscious biases, benefiting those already privileged or those acting within a normative spectrum.
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Matos, Ríos Hans. "Identificación del nivel de complejidad de texto para el entrenamiento de chatbots basado en Machine Learning: una revisión de literatura|." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2020. http://hdl.handle.net/20.500.12404/18230.
Full textAbstract:
El nivel de complejidad textual puede ser un inconveniente para algunas personas al momento de usar
Chatbots, debido a que estos programas podrían dar respuestas cuyo nivel de complejidad no sea el
que entienda el usuario. Entonces, aquellos Chatbots deberían ser entrenados con un conjunto de
datos cuya complejidad textual sea la deseada, para evitar confusiones con los usuarios. Para ello, se
define una revisión sistemática, en la cual se usan las bases de datos de Google Scholar, ACM Digital
Library e IEEE Xplore, de las cuáles se obtiene la información necesaria empleando las palabras
claves definidas por el método PICOC, obteniendo un total de treinta y ocho documentos que
evidencian la existencia de distintas métricas para analizar la complejidad textual de textos, así como
experimentos de entrenamiento con Chatbots y los correspondientes resultados de sus interacciones
con los usuarios. Además, analizando documentos de tesis asociadas al tema de investigación, se
refuerzan los conceptos de que la complejidad textual puede ser analizado mediante conjunto de
métricas. Finalmente, en base a lo desarrollado en la revisión de la literatura y documentos de tesis,
se presentan las conclusiones deducidas.Trabajo de investigación
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Guichard, Jonathan. "Quality Assessment of Conversational Agents : Assessing the Robustness of Conversational Agents to Errors and Lexical Variability." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-226552.
Full textAbstract:
Assessing a conversational agent’s understanding capabilities is critical, as poor user interactions could seal the agent’s fate at the very beginning of its lifecycle with users abandoning the system. In this thesis we explore the use of paraphrases as a testing tool for conversational agents. Paraphrases, which are different ways of expressing the same intent, are generated based on known working input by performing lexical substitutions and by introducing multiple spelling divergences. As the expected outcome for this newly generated data is known, we can use it to assess the agent’s robustness to language variation and detect potential understanding weaknesses. As demonstrated by a case study, we obtain encouraging results as it appears that this approach can help anticipate potential understanding shortcomings, and that these shortcomings can be addressed by the generated paraphrases.Att bedöma en konversationsagents språkförståelse är kritiskt, eftersom dåliga användarinteraktioner kan avgöra om agenten blir en framgång eller ett misslyckande redan i början av livscykeln. I denna rapport undersöker vi användningen av parafraser som ett testverktyg för dessa konversationsagenter. Parafraser, vilka är olika sätt att uttrycka samma avsikt, skapas baserat på känd indata genom att utföra lexiska substitutioner och genom att introducera flera stavningsavvikelser. Eftersom det förväntade resultatet för denna indata är känd kan vi använda resultaten för att bedöma agentens robusthet mot språkvariation och upptäcka potentiella förståelssvagheter. Som framgår av en fallstudie får vi uppmuntrande resultat, eftersom detta tillvägagångssätt verkar kunna bidra till att förutse eventuella brister i förståelsen, och dessa brister kan hanteras av de genererade parafraserna.
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Kvarnåsen, Josefine. "Hi, I am the new digital co-worker : A qualitative study on employees within the public sector’s expectations and experiences of implementing AI chatbots." Thesis, Högskolan Väst, Avd för informatik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-16876.
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Chatbots are becoming increasingly common within both private and public sectors as they are implemented for organizations to provide service at any time. Within related research on the topic, the focus lies on the private sector and chatbot users, while the research on how chatbot implementation may affect the employees within the public sector is lacking. The focus of this thesis is therefore to provide more information about chatbot implementation within the public sector. More specifically, to understand how the employees expect and experience that the implementation of chatbots can affect them in their work and ways to communicate information. In this study, eight semi-structured interviews with a duration of one hour each were conducted, where the interviewees were employees in municipalities and universities who are working with chatbot implementation. The results show that the interviewees expect that there will be a decreased workload and increased time to work on more complex tasks. However, the time that is liberated because of the chatbot needs to be reinvested into its upkeep, and the interviewees experience that new tasks are added to fill that time, indicating that their expectations are unfulfilled. The results also show that the interviewees expect the chatbot to increase their availability and that it will be a new, less formal way to communicate information. It is experienced that people can contact them any time through the chatbot. They experience that the chatbot uses a simple language to communicate information and that it presents information like it would be presented by a human.
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Cerami, Alessia. "Design and implementation of a chatbot for remote sensors reading and home automation." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2021. http://amslaurea.unibo.it/24959/.
Full textAbstract:
To date, the propagation of technology has reached almost everybody on our planet. Smartphones are so widespread that they are more than the number of humans. This means that almost everyone has a small computer in his pocket. Furthermore, automation pervades our lives increasingly as the days go by. We have smart cars, smart traffic lights, smart tools and any other smart thing one can think about. Among all these smart things, one of the most appreciated by mankind is the smart house. A pleasing environment where you do not have to move from the sofa to turn off the light or check your fridge or play some music on your stereo. You can do everything with just a few touches on your phone. The drawback of all these comforts is that you need a different application for each smart component or you need to buy from a single vendor.
We want to address this issue by giving a common access point for a smart house in its entirety. One of the most common application types installed on smartphones is the chat application. We want to create a chatbot that lets the user control every component of their house from a single application. This is not our only goal. We also want to extend our system to read sensor information yielded by city sensors. This lets you know, for example, the temperature of a specific city in real time or it can show you free parking in a specific area. The only limit is the distribution of sensors in the environment.
We design a scalable, extensible and secure system to handle both the sensor reading and the smart house control. All this is achieved with just a chatbot and no other burdensome applications.
The contribution of this thesis is three-folded: first, we analyze the application domain in order to identify the main components of the system.
We then design and implement the system as a container for other sub-systems.
Finally, we design and implement the connection layer between all the sub-systems.
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Fuller, Maúrtua Branco. "Chatbots como estrategia de marketing digital en Facebook y la intención de compra de entradas a exposiciones de arte contemporáneo en Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/652759.
Full textAbstract:
La presente investigación tiene como objetivo analizar cómo los chatbots de Facebook se relacionan con la intención de compra de entradas a exposiciones de arte contemporáneo de Lima Metropolitana. El chatbot es una herramienta automática de atención al cliente que permite conversar con posibles consumidores rápidamente sin la necesidad de una persona de por medio. Las redes sociales han hecho más accesible su implementación en toda clase de negocios por lo que se busca analizar el impacto de la herramienta en la industria del arte. Para conseguir la información cualitativa necesaria se usaron entrevistas a profundidad y focus group a expertos y público objetivo mientras que para la información cuantitativa se usó una encuesta online a personas que usaron la herramienta de las distintas instituciones investigadas. Después de analizar los datos se encontró una relación positiva entre el nivel de satisfacción con el chatbot de Facebook de las instituciones de arte y las distintas variables de intención de compra. Sin embargo, todavía es necesario desarrollar la calidad de las herramientas implementadas actualmente para aprovechar todo su potencial.This investigation has as an objective to analyze how Facebook chatbots relate with the purchase intention of tickets for contemporary art expositions in Metropolitan Lima. The chatbot is an automatic tool for customer support that allows conversations with potential clients in a fast manner without the need of a person in between. Social media has made accessible its implementation in all type of businesses so there is a need to analyze the impact of this tool in the art industry. To get the qualitative information it was used in-depth interviews and focus groups to experts and the target audience while for the quantitative information it was used an online poll to people that have used the tool of the different researched institutions. After analyzing the data a positive relation was found between the level of satisfaction with the Facebook chatbot from the art institution and the different purchase intention variables. However, there is still a need to develop the quality of the tools that are implemented right now to take advantage of its full potential.
Trabajo de investigación
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Ray, Arijit. "The Art of Deep Connection - Towards Natural and Pragmatic Conversational Agent Interactions." Thesis, Virginia Tech, 2017. http://hdl.handle.net/10919/78335.
Full textAbstract:
As research in Artificial Intelligence (AI) advances, it is crucial to focus on having seamless communication between humans and machines in order to effectively accomplish tasks. Smooth human-machine communication requires the machine to be sensible and human-like while interacting with humans, while simultaneously being capable of extracting the maximum information it needs to accomplish the desired task. Since a lot of the tasks required to be solved by machines today involve the understanding of images, training machines to have human-like and effective image-grounded conversations with humans is one important step towards achieving this goal. Although we now have agents that can answer questions asked for images, they are prone to failure from confusing input, and cannot ask clarification questions, in turn, to extract the desired information from humans. Hence, as a first step, we direct our efforts towards making Visual Question Answering agents human-like by making them resilient to confusing inputs that otherwise do not confuse humans. Not only is it crucial for a machine to answer questions reasonably, it should also know how to ask questions sequentially to extract the desired information it needs from a human. Hence, we introduce a novel game called the Visual 20 Questions Game, where a machine tries to figure out a secret image a human has picked by having a natural language conversation with the human. Using deep learning techniques like recurrent neural networks and sequence-to-sequence learning, we demonstrate scalable and reasonable performances on both the tasks.Master of Science
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Sheehan, Benjamin. "How interjections increase customer satisfaction, purchase intent and loyalty." Thesis, Queensland University of Technology, 2022. https://eprints.qut.edu.au/232832/1/Benjamin_Sheehan_Thesis.pdf.
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This research suggests that interjections e.g., “wow”, “aww”, and “hmm”, shape consumer attitudes and behaviours. Seven experiments demonstrate that consumers are more satisfied, willing to purchase, and loyal when service agents (human or chatbot) use interjections. Consumers respond positively to interjections because they feel listened to, feel the agent is in a positive mood, and feel the agent is human. The effect holds across a range of contexts and stages of the purchasing process. The findings shed light on a range of psychological processes while providing a straightforward means of enhancing satisfaction, purchase intent, and loyalty.
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Lönnqvist, Izabella, and Filiph Wallsten. "Chatboten Sally : Skillnader i förväntningar och resultat efter införandet av en chatbot hos Helsingborgs kommun." Thesis, Uppsala universitet, Informationssystem, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-376779.
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Chatbotar används idag på en mängd olika sätt. Det är vanligt att chatbotar implementeras som kundservice i olika företag, men att använda sig av en chatbot i en kommun är inte lika förekommande. Chatboten Sally är den första i sitt slag som en servicebot i Helsingborgs kommun och svarar på frågor om Vuxenutbildningen. Denna uppsats är ett resultat av en kvalitativ studie vars syfte har varit att ta reda på vilka förväntningar som fanns på chatboten innan införandet och vad resultat blev. Intervjuerna har gjorts med utvecklarna av chatboten på Helsingborgs kommun, chef samt kommunvägledare på Kontaktcenter. Dessa har haft någon interaktion med chatboten. Studien har identifierat vad som motiverade kommunen till att skapa en chatbot och vad resultat blev, och kunskapsprodukten av den här studien är en genomgång av vad man kan tänka på när man skapar en bot i en kommun.
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Nilstomt, Martin. "Utvärdering av upplevd effektivisering vid användandet av chatbot : Hur upplever supportpersonal chatbotar ur en effektivitetssynpunkt?" Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-73272.
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Detta är en kvalitativ intervjustudie med syfte att undersöka hur supportpersonal upplever chatbotar ur en effektivitetssynpunkt. Fem testdeltagare med erfarenhet av supporthantering intervjuades i studien. Före intervju fick deltagarna genomföra testscenarion med två chatbotar. Testerna genomfördes med data ifrån verkliga och ofta återkommande supportärenden. Därefter intervjuades testdeltagarna om deras upplevelse av effektivisering vid supporthantering med en chatbot. Följande faktorer belystes: tid, kostnad, produktivitet, effektivitet och implementation. Intervjudata antyder att faktorerna är av betydelse för hur supportpersonalen upplever chatbotanvändning ur en effektivitetssynpunkt. Supportpersonalen upplevde att chatbotanvändning skulle kunna medföra både en tidsbesparing och en kostnadseffektivisering. Vidare indikerar intervjudata att en chatbot kan öka supportpersonalens produktivitet liksom effektivitet i supportavdelningen. Resultatet från intervjuerna antyder att implementeringen av en chatbot kan ha en betydelse för såväl tid som kostnad, produktivitet och effektivitet. Detta innebär att hur en implementering genomförs i en verksamhet kan få en inverkan på den sammantagna upplevelsen av effektiviseringen vid chatbotanvändning.
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Almeida, Paitanmala Delia Yadira, and Vera Karla Patricia Peña. "Las acciones del chatbot con respecto a la satisfacción del cliente en el sector bancario de Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655900.
Full textAbstract:
Actualmente vivimos en un mundo lleno de cambios tecnológicos y muchos sectores del mercado se han vuelto más digitales. De esta manera, los chatbots, a través de la inteligencia artificial, se encuentran posicionándose en todos los sectores del mercado para diversos usos. Es por ello que en esta investigación se analiza las acciones del uso del chatbot en el sector bancario de Lima Metropolitana con respecto a la satisfacción del cliente final.Nowadays we live in a world plenty of technological changes and many market sectors have become more digital. In this context, chatbots, by the use of artificial intelligence, are positioning themselves in all sectors of the market for various uses. For this reason, this research analyzes the actions of chatbot use in the banking sector of Metropolitan Lima with the aim of satisfying the final client.
Trabajo de investigación
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Silverbratt, Madeleine. "Utvärderingsmodell för kommersiella chattbotar." Thesis, Uppsala universitet, Institutionen för informatik och media, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-417951.
Full textAbstract:
Chatbots are the new kind of technique for organizations to implement in their operations. Although chatbots have been around for a while they have spiked in the last few years. With this new technique also comes new ways for users to interact and communicate with the organizations. The traditional usability tests do not fully cover the chatbots characteristics and new methods must be created. This paper will create an evaluation model based on chatbots and theories about usability testing and apply the evaluating method to three commercial chatbots and their interaction with a user. The result shows that the evaluation model in some ways was successful and fulfilled its purpose while further research and development is necessary for the model to perform as desired.
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Augustsson, Malin. "Talking to Everything : Conversational Interfaces and the Internet of Things in an office environment." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264972.
Full textAbstract:
This paper presents Cyberbot, a conversational user interface (CUI) designed to be used for information retrieval and interaction with smart Internet of Things (IoT) devices (smart objects), in an office environment. Built through the Research Through Design method, tested together with a selection of smart objects, the artifact was used to explore how CUIs can help office workers in their everyday working activities and the impact they can have on the usability in interaction with IoT, as opposed to more commonplace types of interfaces. Cyberbot was evaluated through user tests, surveys and semi-structured interviews. Results show that Cyberbot can be a welcome addition to an office and is useful for getting quick overviews of information from company intranet websites or smart objects that gather data from its environment, at the expense of more in-depth and detailed information. In general, Cyberbot can be said to be a usable and effective interface for IoT interaction.Denna studie presenterar Cyberbot, ett konversationsgränssnitt (CUI) desginat för att användas för informationsinhämtning samt interaction med smarta Internet of Things (IoT) föremål (smart objects) i en kontorsmiljö. Byggd medelst forskningsmetoden Research Through Design, testad tillsammans med en utvald selektion av smarta föremål, så användes denna artefakt för att undersöka hur CUIs kan hjälpa kontorsanställda i deras dagliga liv och den påverkan de kan ha på användarvänligheten i interaktion med IoT, till skillnad från mer vanliga typer av gränssnitt. Cyberbot utvärderades genom användartester, enkäter och semi-strukturerade intervjuer. Resultaten visar att Cyberbot kan vara ett välkommet tillskott till kontor och är användbar för att få snabba överblickar över information ifrån företags intranätsidor eller smarta föremål som samlar in data från sin omgivning, på bekostnad av mer djuplodande och detaljerad information. Generellt så kan Cyberbot ses som ett användbart och effektivt gränssnitt för IoT-interaktion.